TERRIBLE CUSTOMER SERVICE

24 January 2026, I bought two pairs of Nike sneakers for my kids from Tekkie Town at Bayside Mall, and one of the shoes has already started coming apart — which is frustrating enough on its own. What made it worse was the back-and-forth I had to deal with just trying to get help. 24 April 2026, I first contacted Nike Customer Care, who sent me straight back to the store as i was in possession of the box and slip of the store of purchase. 27 April 2026, I went in to the store, and the staff couldn’t assist and didn’t seem to know their own process for handling faulty items. No clear guidance, no accountability was noted. I then had to go back to the store again on the same day, only to deal with the manager, who frankly had an attitude and showed very little interest in actually helping resolve the issue. Instead of handling the situation professionally, I was met with resistance and a lack of basic customer service- even after validating that the shoe seems faulty. In the end, I walked out with the same defective shoes, because apparently "nothing" can be done until a complaint has been logged and “feedback” has been received — something that could have been conveyed initially by the floor staff, if staff had the proper knowledge.

According to what I know- this SHOULD NOT HAVE HAPPENED THE WAY IT DID!!

Section 55 of the CPA clearly states that- Anything you buy must: • Be of good quality • Be in working order • Be durable for a reasonable period

My take- If a shoe starts separating shortly after purchase, that’s very likely considered a defect and then then "6- month imp**** warranty" under Section 56 comes in to play, whereby it states that if a product is faulty within 6 months of purchase, you have the right to return it directly to the supplier- which in this case is the store— not the manufacturer. And you can choose ONE of the following: • Repair • Replacement • Refund This choice is yours — not the store’s. There should not have been any delays or unnecessary procedures!! The store cannot: • Force you to go through the manufacturer- this is part of THEIR buying policies. • Delay the process unnecessarily with internal “feedback” loops before accepting the return. • Refuse to assist you at point of return.

They can assess the item to confirm the defect, (which was done). Why should a consumer jump through hoops just to log a complaint before getting the necessary help. A shoe coming apart 3 months after purchase CANNOT be considered as wear and tear, more specifically if it is only 1 out of 4 of the same items, which have only been worn occasionally.